Enterprise Service Level Agreement

Enterprise Service Level Agreement

This Service Level Agreement (this “SLA”) applies to the Hootsuite Enterprise Platform, the Hootsuite Insights Application, and the Hootsuite Campaigns Platform (each, a “Platform”). Any terms that are not defined in this SLA shall have the meaning set forth in the Hootsuite Enterprise Terms.

Definitions

“API Interruptions” means interruptions due to independent Hootsuite integration partners, including Twitter, Facebook, LinkedIn, YouTube, and other Supported Platforms.

“Service Availability” means the uptime of a Platform, and is measured by subtracting the total minutes of Service Interruption for such Platform in a given month from the total minutes in such month, divided by the total minutes in such month and then multiplied by 100.

“Service Interruption” means, except for scheduled system maintenance, the period of time that a Platform is either (a) not available for Customer log-in or (b) substantially not functioning. API Interruptions and other circumstances beyond our control shall not constitute Service Interruptions.

                  By way of example: If in a given 30-day month there are 60 minutes of Service Interruption, then the Service Availability for such month would be calculated as follows: 

                  = (43,200 being the total minutes in a 30-day month – 60 minutes of Service Interruption) / 43,200

                  = 43,140 / 43,200

                  = 0.999

                  Service Availability for the month would be 99.9%

“Standard Support” means the support provided by Hootsuite help desk technicians in response to a ticket submitted by Customer through http://Hootsuite.com/help.

Service Availability

Each of the Platforms will be operational and available to Customer 24 hours per day, 7 days per week at least 99.9% of the time in any calendar month, except for scheduled maintenance and upgrades, and excluding API Interruptions (the “Service Availability SLA”). Where reasonably possible, Hootsuite shall provide at least 24 hours' advance notice to Customer of scheduled maintenance in excess of 30 minutes. If Hootsuite does not meet the Service Availability SLA, Customer will be eligible to receive the Service Credits described below. This Service Availability SLA states Customer's sole and exclusive remedy for any failure by Hootsuite to meet the Service Availability SLA.

Service Availability of a Platform

"Service Credits" means days of Service added to the end of the Term at no charge to Customer

< 99.9% - >= 99.0%

3

< 99.0% - >= 95.0%

7

< 95.0%

15

 

Customer Must Request Service Credit. In order to receive any of the Service Credits described above, Customer must notify Hootsuite within 30 days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer's right to receive a Service Credit.

Maximum Service Credit. The aggregate maximum number of Service Credits to be issued by Hootsuite to Customer for all downtime that occurs in a single calendar month shall not exceed 15 days of Service added to the end of Customer's Term. Service Credits may not be exchanged for, or converted to, monetary amounts.

Customer Support

Hootsuite will provide Customer with Standard Support 24 hours per day, 7 days per week in English and during regional business hours in additional officially supported languages for tickets submitted through http://hootsuite.com/help.